Post Customer Service Survey

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Here is an example of why you should ask for customer feedback in an honest and upfront manner. There are examples of how customers react when they feel tricked, or misled. Here is an example of how to provide excellent customer service while owning your survey results.

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Post Customer Service Survey

  1. 1. Post Customer Survey By Belinda Baardsen
  2. 2. What is the purpose of the survey?
  3. 3. Feedback Quality Assurance Voice of the customer!
  4. 4. How do I ask for my survey? Pleasssee? Take it, or else!!!
  5. 5. How about this way? “I am now going to transfer you over to our Customer Service, so that you can take my survey…….”
  6. 6. Why am I able to make this transition like this?
  7. 7. It’s all about relationship building It’s a wee thing called PEC; without it – I can’t get here.
  8. 8. It’s also called “owning” the survey 1. You know that there is a survey at the end of the call. 2. You are transitioning the call with confidence 3. You are proud of your efforts to deliver an excellent experience for your customer.
  9. 9. Taking responsibility for results After building a relationship with the customer, you are willing to take responsibility for outcome, by being “up front” that there is a survey at the end of your call which allows the customer to express their honest opinion of your work.
  10. 10. The Flip side You can’t avoid the survey, by refusing to push the button – because the survey is set on (auto) send – and the customer will receive it --
  11. 11. So take charge of your results! Own it!
  12. 12. Tell the Story behind the Survey “You will receive a survey, by auto bot, it will take you 30 seconds. There will be 4 quick questions about me, and my service. There is a scale of 1-5 – 5 being the best! If I receive less than 5 then I have failed you – please tell me now – what I can do now to earn those 5’s?
  13. 13. Confirmation “Will you take my survey?”
  14. 14. Expect customer reaction Most customers are not used to an honest & up front request for feedback – and will tell you – “Yes! You’ve done a great job! I’ll take your survey!”
  15. 15. Here’s the alternative “Will you please take my survey? No, I’m in a hurry, but thanks… Sure, I will…(but, they don’t)..
  16. 16. What happens when they say “no” .. And the survey comes through anyway…? And it will; because it’s on auto send… What do you think the customer thinks?
  17. 17. Integrity wins the day every day! 1. Speak with confidence 2. Be honest 3. Build relationships 4. Listen 5. Care 6. And let your customer know what to expect up front = trust

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